Combined call data from multiple telcos and technologies into a single holistic view of BAA’s National Airport call centre operations

Spotted hidden operational failures that if left unattended would have cost £1.8m a year in lost business

Calculated the proportion of the UK population who contact the BBC each year, and revealed the contact experience

A five year relationship that began by implementing a cost-free operational saving worth £100k within the first two months

Identified where advertising budget was unproductive and where to invest by implementing multiple campaign and media tracking

Quantified the true impact of early closing, driving longer opening hours and an improved customer experience

Helped drive customer service improvements by the ability to measure repeat call behaviour and first call resolution

Filled gaps in internal reporting and reduced cost per application by 39% within the first three months

Enhanced customer service levels through call centre benchmarking, identifying bottlenecks and improving agent resource planning

Led to a switch in regional TV buying strategy that resulted in an almost two-fold increase in response for the same media spend

Increased orders per £ spent on DRTV advertising by 40% in 6 months

Introduced a strategic change to campaign performance measurement with significant media efficiency and time saving benefits

Provided new operational and media performance insights across DRTV, DM and in-store point of sale

Developed comprehensive analysis of UK’s most complex call routing set-up and reduced failed callers by 74%

Demonstrated where call centre bottlenecks occurred and quantified the business opportunity from removing them

Provided customer experience benchmarking and auditing of third party call centres, measuring levels of avoidable repeat calls

Helped to increase sales conversion by over 20% during the first year

Demonstrated caller behaviour around peak sporting events, and determined which advertising generates the most loyal bettors